How to complain about a vet

Start with the practice

• Raise the problem with the practice as soon as you can, by email, letter, phone or in person, and ask for its complaints process.
• Say clearly what went wrong and what you would like the practice to do.
• Keep copies of bills, estimates, emails and notes of conversations, with dates.
• If your complaint is about a bill, ask for an itemised bill. Large groups must provide one from 23 June 2027, and every other practice from 23 September 2027.

What practices must do from 23 March 2027

• Have a written complaints process, publish it on their website, and tell you where to find it.
• Try to resolve your complaint informally. If it isn't resolved within ten working days, it becomes a formal complaint.
• Acknowledge a formal complaint in writing within five working days, and give you a named contact.
• Send a full written response within eight weeks. If they need longer they must tell you why, and the response must come within 12 weeks.
• Take part in free mediation if the complaint is still unresolved and you want to go to mediation.

Free mediation

The Veterinary Client Mediation Service is free for pet owners and funded by the Royal College of Veterinary Surgeons (RCVS). It can help when a complaint cannot be resolved with the practice. You can refer a complaint online, by phone or by email.

Serious concerns about a vet

The RCVS regulates vets and vet nurses. You can raise a concern with it about a vet's professional conduct. It deals with serious concerns about how a vet or nurse behaved, rather than disputes about fees or compensation.